When Moving Goes Wrong

The furniture removalist and car transport industry is one of the most complained about industries in Australia and globally. Considering an industry worth multi-million dollars, where there is money to be made, it will inevitably attract unlicensed transporters and dodgy business owners who are looking to make a quick profit.

Every year, hundreds of consumers in Australia complain to their states consumer affairs and the Australian Competition and Consumer Commission over issues relating to freight and logistics. Complaints range from delays in turning up or delivery of furniture or the family car, non-delivery of the car being transported to excessive hidden charges and damaged items upon delivery.

For those who are thinking about moving a car interstate or looking for vehicle transport, furniture transport, one of the easiest ways to find out about the car carrying company you are leaning towards is to perform a quick search on the internet for car transport. It doesn’t take up a lot of time and you can get answers relatively quickly. At the end of the day, you choose who to give your business to; you are the paying customer so you deserve to be treated fairly.

What people don’t know is that there is something called ‘Consumer guarantees’ in Australia and that is there to protect Australian consumers. You automatically receive certain guarantees when you buy, hire or lease goods, or buy services. You are covered by law if the goods or services you purchase cost less than $40,000. Vehicles and trailers are also covered, irrespective of cost, provided they are used to transport goods.

Paying a company to help move your car is an example of buying a service, therefore the provider guarantees three things:

  • they will provide the services with due care and skill
  • the services will be fit for a particular purpose
  • the services will be provided within a reasonable time

In a perfect world, all providers will meet the guarantees set out but we know this is not always the case. When a service you buy does not meet a guarantee, you as the consumer will have the right for remedy, this can include:

  • Refund
  • Repair
  • Replacement or exchange
  • Compensation
  • Cancellation of contract

When the problem is still unresolved, it is important to contact the business and clearly explain the problem and state the solution you want to achieve. It’s good practice to raise your issues in writing and include the steps you will take if both parties are unable to reach a solution and ask for a response within 14 days of the letter.

Useful Links

Legal Vision – Get professional advice from consumer lawyers to assist you.

Product ReviewRead and search reviews on vehicle transport companies.